Complaints Procedure for Cleaners Brentford

This complaints procedure explains how customers can raise concerns about our cleaning services in and around Brentford, and how we handle, investigate, and resolve those concerns. Our aim is to provide a straightforward and fair process so that any issues are addressed quickly, transparently, and professionally.

Our commitment to resolving complaints

We are committed to delivering reliable, high quality cleaning services. If something goes wrong, we want to know about it so that we can put it right and learn from the experience. Every complaint is treated seriously, handled confidentially, and used to help improve our services and working practices.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our customer service, or the way we have carried out an agreement with you. This may include, for example:

Concerns about the standard of cleaning provided.

Missed or late appointments for domestic or commercial cleaning.

Issues with conduct, attitude, or behaviour of cleaning staff.

Disputes about invoices, charges, or payment arrangements.

Concerns about how a previous query or problem was handled.

You do not need to use the word complaint for this procedure to apply. If you tell us you are unhappy with our services, we will treat it as a complaint and follow the steps described below.

How to make a complaint

You can make a complaint in writing or verbally. Written complaints help ensure we have an accurate record of your concerns, but we will accept complaints in any reasonable form. When you contact us, please provide the following details so we can investigate efficiently:

Your full name and, if applicable, the name of the business or organisation.

The address where the cleaning service was provided.

The date and approximate time of the service you are complaining about.

A clear description of the issue, including what went wrong and how it affected you.

Any relevant photographs or documents, such as checklists or correspondence.

How you would like us to resolve the matter, if you have a preferred outcome.

If you raise your complaint verbally, we may make written notes to ensure we have an accurate understanding of your concerns. You can request a copy of these notes.

Initial response and acknowledgement

We aim to acknowledge all complaints promptly. Where possible, we will provide an initial response on the same working day or the next working day after receiving your complaint. This initial response may be to confirm we have received your complaint, to clarify any details, and to explain the next steps in the process.

If the matter can be resolved quickly at this stage, for example by arranging a remedial clean or correcting a simple administrative error, we will seek to do so immediately with your agreement.

Investigation of your complaint

If your complaint requires further investigation, it will be passed to an appropriate member of our management team. They will review all relevant information, which may include:

Details provided by you about the incident or service.

Internal job records, cleaning checklists, and schedules.

Statements from the cleaners or supervisors involved.

Any photographs or supporting evidence you have supplied.

During the investigation, we may contact you to request further information or to discuss the situation in more detail. Our aim is to understand exactly what has happened and to consider what steps are fair and reasonable to resolve the matter.

Timescales for handling complaints

We aim to provide a full written or verbal response within a reasonable period after acknowledging your complaint. If the complaint is complex or requires more time to investigate, we will inform you of this and keep you updated on progress. We will always try to resolve complaints as soon as practicable while ensuring a thorough and fair review.

Outcome and resolution

Once we have completed our investigation, we will explain our findings to you and outline any actions we propose to take. Depending on the circumstances, this may include one or more of the following outcomes:

An explanation or further information about what happened.

An apology where we have fallen short of our standards.

A remedial service visit to correct cleaning issues, where appropriate.

A review of our processes, checklists, or staff training.

Adjustments to an invoice or, in some cases, a partial or full refund.

We will clearly explain the reasons for our decision and how we reached it. If we decide not to take a particular step you have requested, we will explain why.

If you are not satisfied with our response

If you are unhappy with the outcome of your complaint or believe your concerns have not been properly addressed, you may ask for the decision to be reviewed. A different member of our management team will re-examine the complaint, the original investigation, and the outcome already provided.

After this review, we will confirm whether the original decision is upheld or whether any additional steps will be taken. This will normally be our final position on the matter.

Recording and using complaint information

We keep an internal record of all complaints, including the nature of the issue, how it was investigated, and the outcome. These records are used to monitor service quality, identify recurring issues, and inform staff training and service improvements. Personal information related to complaints is handled in line with our privacy practices and is kept secure and confidential.

Fair treatment and non-retaliation

Customers will never be treated less favourably for raising a genuine concern or complaint about our cleaning services. We value feedback and recognise that it helps us maintain high standards for clients throughout Brentford and the surrounding areas.

Review of this complaints procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective, and in line with our commitment to quality cleaning services and responsible customer care. We may update it from time to time to reflect changes in our operations or improvements to how we handle and resolve complaints.